About

Hi, I’m Vicki

I'm a product and service designer focused on improving complex services and experiences.

I'm happiest when I'm learning in a new problem space, working collaboratively to make sense of mess and ambiguity. I enjoy connecting the dots and aligning teams around solving the right problems, ultimately creating experiences that make people's lives easier.

I'm particularly drawn to organisations whose services have a real impact on people's lives, and I’ve been fortunate enough to spend much of my career working across healthcare and social housing.

    • Discovery and problem framing

    • Service and journey design

    • Systems thinking

    • User research and usability testing

    • Workshop design and facilitation

    • Information architecture

    • Product and interaction design

    • Prototyping and iterative testing

    • Accessibility and inclusive design

    • Design systems and component libraries

    • Content design and UX writing

    • Design capability and ways of working

  • W3Cx: Introduction to Web Accessibility
    Professional Certificate, EdX | May 2026

    NN/g UX Certification | Interaction Design Specialty
    Nielsen Norman Group | Certified 2020, 11 courses completed through 2026

    Accessibility Training
    Dig Inclusion | February 2022

    User Experience Fundamentals
    QA | February 2020

    First Class BSc (Hons.) Biomedical Science, Cardiff University 2011

Background

Starting in design

I started my career in graphic, print and digital design. I became increasingly interested in understanding the people I was designing for, not just what something looked like but whether it solved the right problem. That innate curiosity led me into UX, where I began introducing research, personas and journey mapping into my work.

Growing into product and service design

At Acacium Group, I spent several years designing digital products and services across healthcare, wellbeing and staffing. Over time, my role grew beyond individual interfaces to include discovery, research, accessibility and improving how teams approached design.

Connecting the wider picture

Now at Midland Heart, I work across complex resident and colleague experiences and have helped establish Product Design capability where none previously existed. My work increasingly involves looking beyond the interface to understand how user needs, systems, data and operational processes connect — and helping teams make better decisions about what to improve.

Get in touch

If you have a project you think I’d be a good fit for, please email or reach out on LinkedIn.

vickihiggscreative@gmail.com